In this episode Iola Sanger of Freeman Grattan Holdings joins Jen Towers and Jonathan Britten of EQ Customer Resolutions to discuss the importance of truly understanding customer data and using those insights to make business process improvemen

Season 2, Episode 2: More Than A Green Dream

Jun 14th, 2022 29m 59s

In this episode, we discussed the growing importance that consumers are placing on the green credentials of lenders, and how both the individual borrower and the organisation can benefit in the long term. Richard Carter, Executive Chair, from E

Season 2, Episode 1: All Unique

May 24th, 2022 41m

In this episode we focus on the diverse needs of borrowers, and how the importance of flexible and innovative technology, such as Open Banking, can support them. Richard Carter, Executive Chair, from EQ Credit Services is joined by Louis Rix, C

Season 1, Episode 4: Supporting Vulnerable Customers and Staff

Dec 15th, 2021 48m 30s

In this episode we focus on vulnerability and the changing needs of both customers and members of staff, as a result of the pandemic. Stuart Simpson from EQ Benefactor is joined by Amanda Rochford, the Head of Customer Accessibility & Inclusion

Season 1, Episode 3: Adapting to Regulatory Change

Nov 29th, 2021 55m 40s

In this episode we focus on the challenges of adapting quickly to regulatory change and the roles of people, process and technology. Martin Kisby, Director of Compliance from EQ Credit Services is joined by Steve Peacock, Chief Risk Officer fro

Season 1, Episode 2: Customer Vulnerability in 2021

Sep 21st, 2021 37m 30s

In this episode, we explore what customer vulnerability means today, and how businesses can provide appropriate support. Martin Kisby, Head of Compliance, from EQ Credit services is joined by Nicki Osborne, Customer Experience Manager, from M &

Season 1, Episode 1: The Importance of Operational Resilience

Sep 21st, 2021 35m 48s

In this episode, we focus on operational resilience, and the challenges of building this into all areas of your business. Anthea Coulter, Account Director from EQ Hazell Carr is joined by Scott Woolveridge, Operations Director, from GAIN Credit

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